Support

Contact us

Email alexjhile@gmail.com and we'll get back to you as soon as we can. Include the email address you used for your purchase or sign-in so we can find your order quickly.

If you bought your eSIM from a creator's storefront, that storefront may also list its own support contact — either works, and we'll route your question to the right place.

Installing your eSIM

• How do I install my eSIM on iPhone? Go to Settings → Cellular (or Mobile Service) → Add eSIM → Use QR Code if you're scanning from another device, or Enter Details Manually to paste the activation code from your confirmation email or storefront page instead. Keep Wi-Fi on during setup — it can take a minute to finish.
• How do I install my eSIM on Android? Go to Settings → Network & Internet (or Connections) → SIMs → Add eSIM (some phones show this as "Add mobile plan" or "Download a SIM instead?"). Choose Scan a QR Code if you're scanning from another device, or the manual/text entry option to paste the activation code from your confirmation email or storefront page instead. Menu names vary slightly by manufacturer (Samsung, Pixel, etc.) but the flow is the same.
• My QR code won't scan — what do I do? Turn up your screen brightness if you're scanning from another device, and make sure the QR code is fully in frame rather than cropped by a screenshot. If it still won't scan, your confirmation email and storefront page also show the same activation code as copyable text — choose "Enter Details Manually" in your device's eSIM setup and paste it in instead.
• I installed my eSIM but have no service — what now? First, toggle Airplane Mode on and off to force your phone to re-register with the network. Next, confirm the eSIM line (not your physical SIM) is set as your data line: iOS — Settings → Cellular → Cellular Data, Android — Settings → Network & Internet → SIMs → tap the eSIM → enable "Use for mobile data." Carrier registration can take a few minutes after activation, especially right after landing — give it 10–15 minutes before trying again.
• How do I check my data usage? We don't have a live usage dashboard for end-customers yet. We automatically email you a usage alert once you've used about 80% of your data allowance, so you'll know before you run out. If you need an exact reading sooner, contact support with your order confirmation and we'll look it up for you.

Redemption codes

Some purchases are delivered as a redemption code instead of a raw activation code. Redeem it at fresim.com/redeem to view your eSIM's installation details. Codes are single-use and expire 90 days after purchase. The Fresim mobile app — with one-tap eSIM install — is coming soon to the App Store and Google Play; until then, the web page above is the way to redeem.

Your account

• Signing in: the Fresim app (coming soon) signs you in with a one-time emailed code, or with your Google or Apple account — there is no password to remember or reset. Buying or redeeming on the web needs no account at all, just your email address.
• Deleting your account: once you have a Fresim app account, you can permanently delete it at any time from inside the app's settings — deletion takes effect immediately. If you no longer have the app installed, you can request deletion by email instead. See how to delete your account for what is removed and what we are required to keep.
• Device compatibility: Most eSIM-capable phones work, including iPhone XS or later and recent Pixel and Galaxy models. Check Settings → About → SIMs (or Cellular) on your device to confirm eSIM support before you buy.

Refunds

If you change your mind, contact us within 7 days of purchase for a full refund — as long as your eSIM has not yet been activated. Once activated, refunds are processed on a case-by-case basis.

Frequently asked questions

• When does my data plan start? Your plan starts the moment you activate the eSIM on your device, not when you buy it — so you can buy ahead of your trip.
• Can I use my phone number for calls and texts? eSIM data plans provide mobile data only. Keep your physical SIM active for calls and texts, or use a data-based calling app.
• What if I run out of data? Top up anytime from this store using your eSIM's ICCID — no need to buy a new eSIM.
• What devices are compatible? Most eSIM-capable phones work, including iPhone XS or later and recent Pixel and Galaxy models. Check Settings → About → SIMs (or Cellular) on your device to confirm eSIM support before you buy.
• What is your refund policy? If you change your mind, contact us within 7 days of purchase for a full refund — as long as your eSIM has not yet been activated. Once activated, refunds are processed on a case-by-case basis.

Legal

Privacy Policy · Terms of Service